Document Freezing After Clicking Save (Adobe Ver. 26.001.21691)

Question

One end user experiencing issue where document will sometimes freeze when clicking save. Watch icon appears and spools continuously after clicking save. This happens after editing a text field on the document. Sometimes happens after first save or after 5th save, no clear answer.

Note that this user has a Topaz Signature pad using this add-in: https://www.topazsystems.com/software/download/adobepluginhowto-pc.pdf

Unclear if this Topaz item may be affecting as well. However items were working for months with no issue.

Tried the following:

Repaired installation

Checked for updates

Re-installation

Computer updates and reboot

Enabled/disabled protected mode at startup

Enabled/disabled javascript option in Adobe

Enabled/disabled enhanced security options

Removed following files:

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initials

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsi

%appdata%\Adobe\Acrobat\DC\Security\acrobat_fss_signature_initialsk

Randy Hagan · Accepted Answer

OK. When you said that after time it would sometimes un-freeze itself, you told me something.

There could be conflicts with how Adobe Reader creates a text field in the latest version and how Topaz interacts with it. If this is a very recent upgrade of Adobe Reader that has caused the problem, this might be worth a try to get past your issue.

You want to completely remove any hints of Adobe Reader that exist on your system. Uninstalling from the Windows Settings panel is insufficient. I’d recommend using this link to get the latest version of the Acrobat Cleaner utility and eliminate any trace of your Adobe Reader install(s).
After that, go to this link to download the immediate previous version of Adobe Reader, v.26.001.21677. Install that, then if needed, re-install your Topaz Signature Pad plug-in. See if this previous version gets you past the issue, and if it does, immediately create a new Restore Point. Make sure to turn off automatic updates in Adobe Reader. Don’t upgrade without a Restore Point to come back to and test as necessary until the latest software is copacetic with Topaz.

I must caution that this isn’t the highest percentage play, but at this stage it’s worth a shot. You may also want to file a Bug Report through this link, whether this fix works or not. This is a quick connection to the Acrobat developers, and they’re generally pretty good about following up on these sort of things.

Hope this helps,

Randy

Randy Hagan · Answer

Thanks for not only sharing your issue, but for sharing what you’ve done to sleuth it so far. We rarely get this much information, and it really helps.

But there are few additional things where it’d help us help you:

Computer platform? I’d assume Windows, but you know what they say about assumptions …
Version of the OS and which flavor of Acrobat (Pro, Standard, Reader, Premier-web based, etc.)?
If your user has additional PDF documents open, does it freeze all of them, or only the one your user is working on at any given time?
Can you close the app when the document locks up? Or do you have to use Force Quit/Task Manager to shut down Acrobat to continue? Or even worse, reboot the entire system to continue?
I’m not familiar with Topaz Signature. Is this the only system that’s acting up in your organization? And the only one using Topaz signature?

Folks here are generally happy to help you sleuth Acrobat issues. At your opportunity, let us know the answers to these questions and it’ll help us help you past your issues.

Randy

Sign up

To post, reply, or follow discussions, please sign in with your Adobe ID.

Sign in to Adobe Community

To post, reply, or follow discussions, please sign in with your Adobe ID.